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  • I am leaving 3 stars instead of 1 only because the pick up team is so considerate and willing to help! (If I could leave that department specifically 5 stars I would) To make a long story short I was on my second trip in 1 week (I live in Henderson) to retrieve the matching ottoman for the couch I had just purchased. I came straight from work on the strip! The ottoman was incorrect AGAIN and I know and understand that mistakes happen but at this point I was beyond frustrated. The manager working the sales floor, Brad, was not empathic of my situation at all. He offered me a 10% discount for the mistake BUT I would still have to come back a 3rd time to pick up my ottoman! (All I wanted to do was avoid the ridiculous $99 delivery fee) with today's gas prices and the hours of driving I put in; I might as well have just paid it. When I said that I would rather just return it, Brad said, "That's fine, just take your receipt to the cashier" and pointed in the direction. I am not one to cause a scene but I just felt really disappointed with how short his attention span to me was. (I started crying out of anger! How embarrassing) He sounded like he was reading verbatim from a handbook. By the way! I called customer service about my pending return for the first incorrect ottoman and ended up venting to her about my situation. She placed me on several brief holds to find out what she could do for me and decided to send me a gift card to compensate. I have been in the retail/ customer service industry for over 10 years and anyone in a leadership position should show empathy for a distraught guest. It's about going above and beyond. With that being said the only reason I would ever come back to this store is because of the pick up team. I will only purchase online or come in if I need to see any furniture if I need to in person. All I needed was someone to understand! I placed ANOTHER order for the correct ottoman because I love it so much. I wanted to stay positive no matter the issue because I really WANT this ottoman. Despite his insincerity! I'll be making my 3rd trip next week!!! SO-004070578
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